Delivering exceptional customer experience with 8x8

Qualifacts is the leading provider of electronic health records for behavioral health and human services organizations, enabling providers to achieve better outcomes for individuals and families.

The Challenges: Category 3 and Covid-19

On a March night in 2020, multiple tornadoes snaked toward Qualifacts’ downtown Nashville headquarters. One of the twisters, rare in its intensity, caused extensive damage. When Qualifacts staff returned to find the power and phones were out, they put their business continuity plans into effect.

Meanwhile, Qualifacts had been making preparations to work from home in case of a shutdown, to ensure the safety of their team during the Covid-19 pandemic. But their on-premises phone system was hardwired in the office, which could impact the customer experience.

“Finding a new phone system was added to our already long list of high priority tasks,” says Tom Keen, Chief Technology Officer. “We needed resilience and mobility, but we also needed the functionality and integrations to support a more sophisticated contact center during our rapid growth.”

The Solution: Cloud communications, stat

Joanne Eckton, Director of the Program Management Office for Qualifacts, contacted telecommunications consulting and process outsourcing firm Resource Communications Group. RCG met with Qualifacts about their requirements and recommended 8x8 X Series, an integrated contact center, voice, video and chat solution.

With 8x8, Qualifacts business users and contact center agents could work safely and remotely with a single cloud communications platform for mobile and desktop devices. The next challenge was to get 8x8 implemented fast.

Qualifacts, RCG and 8x8 collaborated to implement the solution and train everyone in an extraordinary four-day timeframe.

“We chose 8x8 because it had all the capabilities we were looking for,” says Ms. Eckton, “but we were amazed at 8x8’s extreme amount of willingness and partnership to get everything installed in record time.”

Weeks after Qualifacts implemented 8x8, Tennessee businesses were officially shut down for Covid-19. Thanks to Qualifacts’ quick actions following the tornadoes, they were ready.

In August, the story took one more twist. Qualifacts merged with Credible Behavioral Health, another leading provider of electronic health records for behavioral health and human services providers. After the successful experience Qualifacts had with 8x8, it was an easy decision to expand the solution across the merged companies.

The Benefits: Speed, savings and a seamless switch

With 8x8, Qualifacts has a phone system that aligns with their business continuity plan by enabling resilient communications from anywhere. Qualifacts transitioned their entire staff to fully remote operations without disrupting IT, employees, or support of their customers.

“It’s been seamless,” Ms. Eckton says, “and people really love the mobility of not being tied to a desk phone. Personally, I like being able to contact anyone using the 8x8 Work App. 8x8 gives us the tools we need to open up communications within the company.”

An added benefit of 8x8 was a hefty 25% cost savings, compared to the cost of the old phone system. And 8x8 significantly reduced IT time spent on phone issues.

Of the overall experience, Ms. Eckton says, “We had two implementations – Qualifacts’ was done practically overnight, and Credible’s was on a more typical timeline. We’re lucky we found a vendor who’s flexible enough to do both for us. 8x8 is a great company to work with.”